Customer Quality Manager

Role & responsibilities

• Manage customer complaints and ensure timely resolution through containment actions, root cause analysis, and corrective/preventive actions (CAPA).
• Lead problem-solving activities using quality tools such as 8D, 5 Why, Fishbone Diagram, and Pareto Analysis.
• Act as the primary quality interface for OEM customers and maintain strong customer relationships.
• Coordinate customer audits, quality reviews, plant visits, and closure of audit findings.
• Monitor and improve Customer PPM, Warranty PPM, Customer Scorecards, and overall customer satisfaction.
• Analyze field failures and warranty claims, conduct investigations, and drive reliability improvements.
• Support APQP, PFMEA, Control Plans, Process Validation, and PPAP submissions for new product development.
• Ensure compliance with IATF 16949, customer-specific requirements (CSR), and quality management standards.
• Collaborate with Production, Engineering, Supplier Quality, PPC, and Stores teams to resolve quality concerns and prevent recurrence.
• Drive continuous improvement initiatives to achieve zero-defect performance and reduce Cost of Poor Quality (COPQ).
• Prepare and present quality performance reports, customer complaint status, and improvement action plans to internal and external stakeholders.
• Support customer launches, engineering changes, and quality readiness activities for new and existing programs.

Preferred candidate profile